JP2016206733A - Automated teller system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an automated teller system configured to display an appropriate help screen to a customer when help display is required.SOLUTION: An automated teller system 1 comprising an automated teller machine 10 and a monitoring server 110 installed in a monitoring center includes: a help information registration unit 122 which registers, as help history information, information including information on a customer who made an inquiry, screen type information corresponding to the inquiry, and help information corresponding to an answer, when the customer makes the inquiry to the monitoring server about the screen displayed on the automated teller machine and the answer corresponding thereto is made; a help information transmission unit 124 which acquires the customer information and screen type information from an automated teller machine used by the customer usually, to search a database 150 for past help history information corresponding to the automated teller machine used usually, and transmits the help information of the help history information to the automated teller machine used usually; and a help information display processing unit 22 which displays the transmitted help information.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a help display on an automatic transaction apparatus.

In recent years, automatic transaction apparatuses (commonly called ATM (automated teller machine)) are widely installed not only in financial institution stores, but also in convenience stores and unmanned stores. The ATM is configured to complete a predetermined transaction if an operation is performed according to the screen display. However, for customers who are not familiar with the operation, there are some screens that may be lost.
In such an environment, the customer asks the clerk about the operation method in the environment where the clerk is nearby, and in the environment where the clerk is not present, the customer calls the monitoring center from the telephone set at the ATM corner and asks the question. However, if questions about the ATM operation method are frequently asked to the operators and staff of the monitoring center, a burden is placed on the operators and staff of the monitoring center.

  In order to reduce the burden on the operator and staff of the monitoring center due to the inquiry of the ATM operation, an automatic transaction apparatus has been proposed that displays a level of help according to the customer's operational proficiency (Patent Document 1).

JP 2002-230629 A

  It is difficult to determine which screen is difficult to operate because there are large differences among customers. In addition, in the operation of ATM, the customer often gets lost in the operation again on the screen lost in the previous operation. If help is displayed on the screen once lost in operation so as not to get lost again, smooth ATM operation can be realized.

  The present invention has been made in view of the above problems, and an object thereof is to provide an automatic transaction system that performs appropriate help display for a customer in a situation where help display is required.

  In order to achieve the above object, in an automatic transaction system comprising an automatic transaction apparatus and a monitoring server provided in a monitoring center to monitor the automatic transaction apparatus and connected to the automatic transaction apparatus in a communicable manner, The monitoring server, when a question about a screen displayed on the automatic transaction apparatus from a customer is made to the monitoring center and there is a corresponding answer, the information about the customer who asked the question, the screen type information corresponding to the question, and the answer A help information registration unit that registers information including help information corresponding to the information in the database as help history information, and information on the customer currently in use and a screen being displayed from the automatic transaction apparatus that the customer normally uses The automatic machine information including the screen type information is acquired, and the past help history information corresponding to the automatic machine information that is normally used is stored in the database. And a help information transmitting unit for transmitting the help information of the searched help history information to the normally used automatic transaction apparatus, and the automatic transaction apparatus is configured to use the automatic transaction that is normally used. A help information display processing unit for displaying the transmitted help information on a screen having a question corresponding to the help information displayed on the display unit of the apparatus.

  ADVANTAGE OF THE INVENTION According to this invention, the automatic transaction system which performs an appropriate help display for a customer in the scene where a help display is required can be provided.

It is a figure showing the whole automatic transaction system composition concerning this embodiment. It is a functional block diagram of ATM and a monitoring server concerning a help display process. It is a figure which shows the mode of the flow of the message | telegram performed between ATM and a monitoring server. It is an example of a help information table. It is a flowchart explaining the procedure of an ATM information request | requirement transmission process. It is a flowchart explaining the procedure of an ATM information request reception process. It is a flowchart explaining the procedure of the registration process of help information. It is a flowchart explaining the procedure of the deletion process of help information. It is a flowchart explaining the procedure of an ATM information message transmission process. It is a flowchart explaining the procedure of an ATM information message receiving process. It is a flowchart explaining the procedure of a help information display process. It is an example of a help display.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram showing an overall configuration of an automatic transaction system 1 according to the present embodiment. The automatic transaction system 1 includes an automatic transaction apparatus (hereinafter referred to as ATM (automated teller machine)) 10 and a monitoring center 100.

  The ATM 10 is provided in a financial institution, a convenience store, or the like, and automatically performs transaction processing such as deposit / withdrawal and transfer by a customer's operation. The ATM 10 includes a control unit 20, a storage unit 30, a display unit 32, an input unit 34, a card reading unit 40, a bankbook processing unit 42, a banknote processing unit 44, a coin processing unit 46, and a communication unit 50.

  The control unit 20 controls the entire ATM 10 in an integrated manner, and is realized by software processing of a CPU (not shown) that reads a control program. The storage unit 30 is, for example, an HDD, and stores screen data and various data displayed on the control program and the display unit 32.

  The display unit 32 displays various transaction screens for guiding the transaction to the customer. The input unit 34 receives an instruction from the customer and notifies the control unit 20 of the instruction content. The input unit 34 is a touch panel, and may be configured integrally with a thin display unit 32 made of an LCD or the like.

  The card reading unit 40 reads customer card information and notifies the control unit 20 of the read card information. The card may be a magnetic card or an IC card. In the case of a magnetic card, the card reading unit 40 reads MS (magnetic stripe) data and notifies the control unit 20 of the read MS data. The MS data includes account information including a bank number, a branch number, an account number, a subject, etc., and the control unit 20 reads the account information from the MS data. The bankbook processing unit 42 records the transaction contents in the bankbook inserted by the customer.

  The banknote processing unit 44 stores banknotes received from a customer in the internal banknote storage unit at the time of depositing, and pays out and dispenses a predetermined number of banknotes from the internal banknote storage unit at the time of withdrawal. The coin processing unit 46 stores the coins received from the customer in the internal coin storage unit when depositing, and pays out a predetermined number of coins from the internal coin storage unit when dispensing. The communication unit 50 transmits and receives a predetermined message to and from the monitoring center 100 via the network 200.

  The monitoring center 100 is a facility that centrally monitors the state and operating status of each ATM 10. For example, if an abnormality occurs in any ATM 10, the monitoring center 100 dispatches an attendant to the ATM 10. In the monitoring center 100, a monitoring server 110 and a monitoring terminal 170 are provided.

  The monitoring server 110 is connected to a plurality of ATMs 10 via the network 200, receives transaction information and operation status transmitted from each ATM 10, and monitors each ATM 10. A database (DB) 150 is connected to the monitoring server 110 as a storage device, and the monitoring server 110 stores the transaction information and operation status transmitted from each ATM 10 in the database 150.

  The monitoring server 110 includes a control unit 120, a storage unit 130, and a communication unit 140. The control unit 120 performs overall control of the entire monitoring server 110, and is realized by software processing of a CPU (not shown) that reads a control program. The storage unit 130 is an HDD, for example, and stores a control program and predetermined data. The communication unit 140 transmits / receives a predetermined message to / from the ATM 10 via the network 200.

  The monitoring terminal 170 is connected to the monitoring server 110. The operator of the monitoring center 100 monitors the operating status of each ATM 10 displayed on a display unit (not shown) of the monitoring terminal 170, an alert when an abnormality occurs, and gives corresponding instructions.

  In addition, a telephone 210 for a customer to talk to an operator of the monitoring center 100 is installed at the corner of the ATM 10. The telephone 210 is connected to a telephone 220 provided in the monitoring center 100. When a trouble occurs in the ATM 10 or when the operation is not known, the customer calls the operator of the monitoring center 100 and consults with the operator.

  FIG. 2 is a functional block diagram of the ATM 10 and the monitoring server 110 relating to help display processing for customers. FIG. 3 is a diagram showing the telephone communication between the customer P and the operator Q of the monitoring center 100, and the flow of the ATM information message and the help information message performed between the ATM 10 and the monitoring server 110.

  In the following, there are two types of ATM: a case where the customer P makes an inquiry to the monitoring center 100 via the telephone 210 and an ATM where the customer P normally uses the ATM in a different scene. ATM appears in the scene. This is differentiated as “interrogated ATM” and “normally used ATM”. As a result, the same ATM may be used for the “invested ATM” and the “normally used ATM”.

  The control part 20 of ATM10 has the help information display process part 22 and the ATM information transmission part 24 as a function part which mainly performs a help display process. The help display process is a process of displaying help information on the ATM 10 screen in cooperation with the monitoring server 110 to guide or explain the operation contents to the customer P in more detail. This is because an operation description is also displayed on each screen of the ATM 10, but a normal operation description alone may not be sufficient.

  The help information display processing unit 22 performs processing for displaying the help information transmitted from the monitoring server 110 on the display unit 32. The help information transmitted from the monitoring server 110 is received by the communication unit 50 as a help information message. Then, the help information display processing unit 22 displays the transmitted help information on the screen corresponding to the help information displayed on the display unit 32 of the ATM 10 that is normally used (the screen on which the current customer has asked a question in the past). indicate. A specific example of the help information will be described later with reference to FIG.

  The ATM information transmission unit 24 transmits ATM information (also called automatic machine information) to the monitoring server 110. The ATM information is information including account information of a customer who is using the ATM 10 and a screen NO (also referred to as a screen number or a screen number) indicating the type of screen being displayed on the display unit 32 of the ATM 10. The account information is information for specifying the customer P who is using the ATM 10, and is also referred to as customer information or customer specifying information.

  The ATM 10 displays a screen corresponding to each transaction and according to the progress of the transaction, and each screen is managed with NO (number) attached in advance. Screen NO is also called screen type information. The ATM information transmission unit 24 is also called an automatic machine information transmission unit.

  The communication unit 50 transmits the ATM information as an ATM information message to the monitoring server 110 via the network 200.

  The ATM information transmission unit 24 transmits ATM information to the monitoring server 110 when a request is received from a help information registration unit of the monitoring server 110 described later and when a display screen is changed in the ATM 10 that is normally used. To do.

  The control unit 120 of the monitoring server 110 includes a help information registration unit 122 and a help information transmission unit 124.

  When there is a question about screen operation from the customer P to the monitoring center 100 and an answer is received from the operator Q, the help information registration unit 122 uses the ATM management information 152 described later to call the customer P who is asking the question. (Telephone 210) The ATM 10 used by the customer is identified from the number, and ATM information is requested from the identified ATM 10. The help information registration unit 122 identifies the questioning customer P and the question screen NO from the received ATM information.

  The help information registration unit 122 registers each information related to the question customer P, the question screen NO, the help information, and the registration date in the database 150 as help history information. The help information corresponds to the answer to the question, and is selected by the operator Q from the help information collection 154 stored in advance in the database 150 as help information. The help history information is registered (stored) in the database 150 as a help information table.

  FIG. 4 is an example of the help information table. Here, it demonstrates as an example using account number among account information. In FIG. 4, help information (answer) for a question from the customer with the account number (12345567890) to the screen NO1 and help information (answer) for a question from the customer with the account number (11223334555) to the screen NO8. An example of

  The help information transmission unit 124 searches the past help information on the screen when a screen with a question in the past is displayed in a state where the customer P who has asked in the past is using the ATM 10 in a new scene. Then, the searched past help information is transmitted to the ATM 10.

  Specifically, the help information transmitting unit 124 acquires ATM information from the ATM 10 that the customer P is normally using, and searches the database 150 for past help information corresponding to the ATM information that is normally used. The searched help information and the screen NO are transmitted to the ATM 10 that is normally used.

  The database 150 stores ATM management information 152, a help information collection 154, and a help information table 156. The ATM management information 152 is information related to the ATM 10 under the monitoring of the monitoring server 110, and is, for example, the name of an installed branch, an ATM ID, an ATM version, or the like. As described above, the ATM management information 152 includes information on the telephone number of the telephone 210 installed at each ATM corner. The help information collection 154 is an answer collection in which various answers are prepared in advance for various questions assumed by the customer P.

  Next, a flow of help information registration processing that is processing until help information is registered will be described with reference to FIGS. In the help information registration process, when the operator Q of the monitoring center 100 answers a question from the customer P who is using the ATM 10, the ATM information transmitting unit 24 transmits the ATM information in response to a request from the monitoring server 110. The information registration unit 122 registers help information corresponding to the answer in the database 150.

  FIG. 5 is a flowchart for explaining the procedure of ATM information request transmission processing in the monitoring server 110. The help information registration unit 122 of the monitoring server 110 identifies the ATM 10 that has a question based on the telephone number of the telephone 210 installed at the corner of the ATM 10 (step S10). Based on the ATM management information 152, the help information registration unit 122 specifies the ATM 10 used by the customer P from the telephone number of the ATM telephone 210 that the customer P who is inquiring about.

  The help information registration unit 122 transmits an ATM information request message to the specified ATM 10 (step S12). The ATM information request message is transmitted from the communication unit 140.

  FIG. 6 is a flowchart for explaining the procedure of ATM information request reception processing in the ATM 10. The ATM information transmission unit 24 receives an ATM information request message from the monitoring server 110 via the communication unit 50 (step S20). The ATM information transmission unit 24 acquires the screen NO and the account number being operated by the customer P who is inquiring (Step S22). The ATM information transmission unit 24 transmits the screen NO and the account number to the monitoring server 110 by an ATM information message (step S24).

  FIG. 7 is a flowchart for explaining the procedure of help information registration processing. When the operator Q answers the question about the screen operation from the customer P, the operator Q instructs the monitoring server 110 from the monitoring terminal 170 to register help information. The help information registration unit 122 of the monitoring server 110 acquires a screen NO and an account number based on the received ATM information message (step S30). The help information registration unit 122 registers the account number, screen number, registration date (current day), and help information in the help information table 156 of the database 150 (step S32).

  When the operator Q selects an answer from the help information collection 154 at the monitoring terminal 170, the help information registration unit 122 registers the selected answer as help information. The registered help information may be text data corresponding to the answer content or a corresponding number in the help information collection 154.

  FIG. 8 is a flowchart for explaining the procedure of help information deletion processing. Help information that has passed a certain period is deleted from the database 150. The certain period is, for example, 6 months from the registration date. The deletion process is executed with a date change as a trigger. The help information registration unit 122 deletes the help history information on the registration date that is a predetermined period before today from the help information table 156 (step S40).

  Next, processing for displaying the help information retrieved based on the help information table 156 on the ATM 10 will be described with reference to FIGS. The ATM 10 below is not an ATM in a scene where the customer P is asking a question, but an ATM in a scene that the customer P is normally using.

  FIG. 9 is a flowchart for explaining the procedure of the ATM information message transmission process. The ATM information transmission unit 24 of the ATM 10 performs the following processing when there is a screen transition (switching) in the ATM 10. This is because help information corresponding to the type of screen is displayed.

  The ATM information transmitting unit 24 of the ATM 10 acquires the account number from the screen No. being operated and the card information (step S50). The card information is obtained by the card reading unit 40. The ATM information transmission unit 24 transmits the screen NO and the account number to the monitoring server 110 as an ATM information message (step S52).

  FIG. 10 is a flowchart for explaining the procedure of the ATM information message reception process. This is processing in the monitoring server 110 that has received an ATM information message.

  The help information transmission unit 124 receives the ATM information message transmitted from the ATM 10 (step S60), and acquires the screen NO and the account number from the ATM information message (step S62). The help information transmitting unit 124 searches the help information table 156 based on the screen NO and the account number (step S64), and is there a search result in the help information table 156? Is determined (step S66). The help information transmitting unit 124 searches the help information table 156 for help history information that matches the screen number of the ATM information message and the account number.

  When the help information transmission unit 124 determines that there is no search result in the help information table 156 (No in step S66), the process ends. Since the help information to be transmitted to the ATM 10 is not found, the help information transmitting unit 124 ends without transmitting the help information.

  When the help information transmission unit 124 determines that there is a search result in the help information table 156 (step S66 Yes), the help information transmission unit 124 transmits a screen NO and help information to the corresponding ATM 10 as a help information message (step S68).

  FIG. 11 is a flowchart for explaining the procedure of the help information display process. This is a process in which the ATM 10 displays help information when the help information message is received from the monitoring server 110.

  The help information display processing unit 22 receives the help information message from the monitoring server 110 (step S70), and acquires the screen NO and the help information from the help information message (step S72). The help information display processing unit 22 compares the currently displayed screen NO with the message screen NO (step S74), and does the comparison result match? Is determined (step S76).

  When the help information display processing unit 22 determines that the comparison results do not match (No in step S76), the process ends. For example, this is a case where the ATM 10 has switched to another screen. The reason why the help information is displayed after confirming the matching of the screens is that the customer is confused when the help display not corresponding to the display screen is shown.

  When the help information display processing unit 22 determines that the comparison results match (step S76 Yes), the help information display processing unit 22 displays the help information on the ATM operation screen (step S78).

  FIG. 12 is an example of a help display displayed on the display unit 32. The screen 60 is a screen for designating a transfer input method, and a help display 60a is displayed as help information on a part of the screen. The screen 60 corresponds to the screen NO1 in FIG. 4, and the help display 60a is the help information shown in FIG. The screen 62 is a screen for designating a transfer information processing method, and a help display 62a is displayed as help information on a part of the screen. The screen 62 corresponds to the screen NO8 in FIG. 4, and the help display 62a is help information shown in FIG.

  As described above, according to the present embodiment, it is possible to display appropriate help information according to the customer. When the screen in which the customer has inquired in the past is displayed, the corresponding help information is displayed even if there is no question, so the customer can be prevented from getting lost in advance. If it is a simple operation screen, you won't get lost many times, but if it is difficult to operate, even if you are taught once, there is a high possibility that you will be confused in the same way next time.

  Which screen feels difficult to operate depends on the customer. In the present embodiment, since the help information is displayed on the screen in which there is a question from the customer, there is no worry of giving an impression that unnecessary help information is displayed and is annoying.

  Although the control unit 20 and the control unit 120 have been described as being realized by software processing by the CPU that has read the control program, a part or all of the control unit 20 and the control unit 120 may be configured by hardware.

  Note that the present invention is not limited to the above-described embodiment as it is, and can be embodied by modifying the constituent elements without departing from the scope of the invention in the implementation stage. Moreover, various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiment. For example, all the constituent elements shown in the embodiments may be appropriately combined. Furthermore, constituent elements over different embodiments may be appropriately combined. It goes without saying that various modifications and applications are possible without departing from the spirit of the invention.

1 Automatic transaction system 10 ATM
20 control unit 22 help information display processing unit 24 ATM information transmission unit 30 storage unit 32 display unit 34 input unit 40 card reading unit 50 communication unit 100 monitoring center 110 monitoring server 120 control unit 122 help information registration unit 124 help information transmission unit 130 Storage unit 140 Communication unit 150 Database 152 ATM management information 154 Help information collection 156 Help information table 170 Monitoring terminal

Claims (10)

In an automatic transaction system comprising an automatic transaction apparatus and a monitoring server provided in a monitoring center to monitor the automatic transaction apparatus and connected to the automatic transaction apparatus in a communicable manner,
The monitoring server is
When a question about a screen being displayed on the automatic transaction apparatus from a customer is made to the monitoring center and there is a corresponding answer, information on the customer who asked the question, screen type information corresponding to the question, and help corresponding to the answer Help information registration unit for registering information including information in the database as help history information,
From the automatic transaction apparatus that is normally used by the customer, the automatic machine information that includes the information of the customer in use and the screen type information of the screen being displayed is acquired, and the automatic machine information that is normally used A past help history information corresponding to the help information transmitting unit for searching the help information of the searched help history information to the normally used automatic transaction device,
The automatic transaction apparatus is
A help information display processing unit for displaying the transmitted help information on a screen having a question corresponding to the help information displayed on the display unit of the automatic transaction apparatus that is normally used. Automatic transaction system. The help information registration unit is configured to display the customer information and the screen type information corresponding to the question in the help history information for the customer information and the screen type information in the automatic transaction apparatus normally used by the customer. 2. The automatic transaction system according to claim 1, wherein the matching help history information is searched. The automatic transaction apparatus includes an automatic machine information transmission unit that transmits the automatic machine information to the monitoring server when a display screen is changed in the automatic transaction apparatus that is normally in use.
The help information transmission unit acquires the automatic machine information transmitted when the display screen is changed as the automatic machine information of the automatic transaction apparatus that is normally used by the customer.
The automatic transaction system according to claim 1. 2. The automatic transaction system according to claim 1, wherein the help information transmitting unit transmits corresponding screen type information together with the help information to the normally used automatic transaction apparatus. The help information display processing unit displays the help information on the currently displayed screen when the currently displayed screen matches the screen corresponding to the help information based on the screen type information transmitted together with the help information. The automatic transaction system according to claim 4, wherein the automatic transaction system is displayed. The help information registration unit requests the automatic transaction apparatus used by the questioned customer to transmit the automatic machine information, and acquires the automatic machine information of the automatic transaction apparatus used by the questioned customer. 2. The automatic transaction system according to claim 1, wherein: The help information registration unit identifies the automatic transaction device being used by the customer inquiring based on the telephone number used by the customer inquiring, and transmits the automatic machine information to the identified automatic transaction device. The automatic transaction system according to claim 6, wherein the automatic transaction system is requested. The automatic transaction system according to claim 1, wherein the help information registration unit deletes help history information that has passed a predetermined period after registration from the database. In a help information display method in an automatic transaction system comprising: an automatic transaction apparatus; and a monitoring server provided in a monitoring center to monitor the automatic transaction apparatus, and connected to the automatic transaction apparatus in a communicable manner,
When a question about a screen being displayed on the automatic transaction apparatus from a customer is made to the monitoring center and there is a corresponding answer, information on the customer who asked the question, screen type information corresponding to the question, and help corresponding to the answer A help information registration step for registering information including information in the database as help history information;
From the automatic transaction apparatus that is normally used by the customer, the automatic machine information that includes the information of the customer in use and the screen type information of the screen being displayed is acquired, and the automatic machine information that is normally used Searching for past help history information corresponding to the database, and sending help information of the searched help history information to the normally used automatic transaction device; and
A help information display processing step for displaying the transmitted help information on a screen in which there is a question corresponding to the help information displayed on the display unit of the automatic transaction apparatus that is normally used. Help information display method. In a monitoring server provided in a monitoring center for monitoring an automatic transaction apparatus, and connected to be able to communicate with the automatic transaction apparatus,
When a question about a screen being displayed on the automatic transaction apparatus from a customer is made to the monitoring center and there is a corresponding answer, information on the customer who asked the question, screen type information corresponding to the question, and help corresponding to the answer Help information registration unit for registering information including information in the database as help history information,
From the automatic transaction apparatus that is normally used by the customer, the automatic machine information that includes the information of the customer in use and the screen type information of the screen being displayed is acquired, and the automatic machine information that is normally used A help information transmitting unit that searches past help history information corresponding to the database, and transmits the help information of the searched help history information to the normally used automatic transaction apparatus. Monitoring server.